How are we performing?
How are we performing?
Quarter 4 2014/15 Outcomes Report
Contents Chapters
Sections
Page
Introduction
3
1a
Radian Direct
4
1b
Satisfaction with Repairs
5
1c
Satisfaction with ASB Services
6
1d
Complaints
7
2. Gas Servicing
2a
Gas Servicing Compliance
9
3. Tenancy and Money Matters
3a
Allocations and Voids
9
3b
Income Management
12
1. Contact with our Customers
4. Neighbourhood
14
Introduction Welcome to our performance report for the final quarter of the 2014/15 financial year. We have a very positive story to tell with our arrears performance achieving 1.8% and our compliance with gas certification achieving 100%. Other highlights of the year are: The Digital team was set up. As first point of contact for digital enquiries this new team resolved 75% more digital contact compared with 2013/14. Only 25% had to be passed to other teams. Mobile site, Webchat and automated payment line were introduced. Training company-wide on Dynamics (our new Customer Relationship System) and the implementation in January of the first phase. Our excellent void loss performance continued through this year.
Highlights for Quarter 4 are: Complaints satisfaction exceeded targets. Upper quartile repair satisfaction results. Consistently good performance on re-let times. Excellent void loss performance. Continued excellent arrears management. However, we have some challenges including: Continued below target results for average time to complete responsive repairs. Satisfaction with ASB services below target.
KPI targets are scrutinised by the Radian Residents’ Council and HASC (Housing Assets & Customer Services Committee) and performance is compared through the HouseMark benchmarking club. This report includes validated 2013/14 HouseMark Upper Quartile information drawn from the HouseMark system on 12.11.2014; however, current targets were based on 2012/13 HouseMark information as shown in the Q1 report. We have benchmarked our performance against 22 other registered housing providers with more than 7,500 homes in South East England, South West England and London. New targets for 2015/16 have been agreed and are included as an appendix to this report (Appendix 1). Delivering services that are as good as the top 25% (Upper Quartile) of our peers will continue to be our aim and we will be designing performance indicators and targets that drive continuous improvement. If you have any questions about this report, or any suggestions for improvements, please contact us using the information below. Our contact details are: Radian Direct: Email: Text:
0300 123 1 567 [email protected] 07764 309 062
Quarter 2014/15– Outcomes Quarter 4 3 Report DecemberReport 2013
Page 3 of 16
1
Contact with our Customers
1a.
Radian Direct
KPI No.
Key Performance Indicator (KPI)
H1
H3
% of calls answered % contacts resolved within Radian Direct
Radian Target 2014/15
Qtr 1 Qtr 2 Qtr 3 Qtr 4 2014/15 2014/15 2014/15 2014/15
HouseMark Upper Quartile 2013/14
97.0%
96.9%
97.1%
97.4%
97.0%
---
82.0%
81.3%
82.5%
83.1%
82.5%
---
Graph 1a:1
Quarter 4 was a challenging quarter with the introduction of Dynamics (our new CRM system) and the annual rent increase. The rent increase at the end of February caused an increase in contact across all channels which led to longer wait times. Dynamics generated increased contact handling times due to advisors learning the new system. Time is spent capturing more information about our residents, as the system is more thorough, which will assist in providing an even better service for our residents. In Quarter 4 resolution remained high at 81%. Quarter 4 saw a 13% increase from Q3 digital contact resolved within Radian Direct. There were an additional 793 signups to My Radian in Quarter 4 compared with 383 extra in Quarter 4 2013/14. Quarter 2014/15– Outcomes Quarter 4 3 Report DecemberReport 2013
Page 4 of 16
1b.
KPI No. H4 H5
Satisfaction with Repairs
Key Performance Indicator (KPI) Satisfaction with repairs (rolling 12 months) Repairs completed Right First Time (rolling
HouseMark Qtr 2 Qtr 3 Qtr 4 Radian Qtr 1 Upper 2014/15 2014/15 2014/15 Target 2014/15 Quartile (rolling (rolling (rolling 2014/15 year) year) year) 2013/14 85.0%
84.4%
84.2%
84.1%
98.0%
80.5%
94.0%
78.2%
77.3%
76.7%
94.0%
---
12 months)
Graph 1b:1
Graph 1b:2
Quarter 2014/15– Outcomes Quarter 4 3 Report DecemberReport 2013
Page 5 of 16
From January 2015, repairs satisfaction data has been derived from in-house surveys conducted by the Customer Services Team. The surveys are conducted on the day the repair is completed. This allows data to be captured ‘real time.’ Radian Technical Services have worked extremely hard to achieve the set targets continuously promoting excellent customer service and whenever possible attempting to complete repairs right first time.
1c.
KPI No.
Satisfaction with ASB Services
Key Performance Indicator (KPI)
Overall Customer Satisfaction with H6a Radian's ASB services (rolling 12
Qtr 2 Qtr 3 Radian Qtr 1 2014/15 2014/15 Target 2014/15 (rolling (rolling 2014/15 year) year)
Qtr 4 2014/15 (rolling year)
HouseMark Upper Quartile 2013/14
75%
69.9%
68.4%
65.8%
69.3%
---
80%
75.2%
73.2%
72.0%
72.1%
---
months)
Willingness to report H7a ASB to Radian in the future (rolling 12 months)
Graph 1c:1
Quarter 2014/15– Outcomes Quarter 4 3 Report DecemberReport 2013
Page 6 of 16
Graph 1c:2
Satisfaction has remained level over the year. We have recently carried out a Lean review process on the ASB service which involved staff and residents. From this review we have produced a more victim centred procedure which we hope will bring improved satisfaction.
1d.
KPI No.
H8
Complaints
Key Performance Indicator (KPI) Satisfaction with Complaint Handling
HouseMark Qtr 2 Qtr 3 Qtr 4 Radian Qtr 1 Upper 2014/15 2014/15 2014/15 Target 2014/15 Quartile (rolling (rolling (rolling 2014/15 year) year) year) 2013/14 68.5%
81.4%
75.7%
73.5%
74.4%
65.5%
68%
76.8%
72.9%
71.3%
72.9%
64.5%
(rolling 12 months)
H9
Satisfaction with Complaint Outcome (rolling 12 months)
Quarter 2014/15– Outcomes Quarter 4 3 Report DecemberReport 2013
Page 7 of 16
Graph 1d:1
Graph 1d:2
172 surveys were completed in the year 2014/15 representing approximately 37% of closed complaints. Our complaints targets were reviewed and revised during the year to match upper quartile performance. Year end outturns exceeded targets by 5.9% (handling) & 4.9% (outcome). The Quality Assurance team is having more personal contact with complainants where we feel this will improve the handling process. Stage one resolution exceeded target at 97.6% showing the effectiveness of this process. In 2014/15 we received 670 compliments and 456 complaints.
Quarter 2014/15– Outcomes Quarter 4 3 Report DecemberReport 2013
Page 8 of 16
2
Gas Servicing Compliance
2a.
Gas Servicing Compliance
KPI No.
Key Performance Indicator (KPI)
Radian Qtr 1 Qtr 2 Qtr 3 Qtr 4 Target 2014/15 2014/15 2014/15 2014/15 2014/15
Gas Safety - % of homes with gas H13 certification at month end
100%
99.8%
99.9%
99.9%
100%
HouseMark Upper Quartile 2013/14 100%
Graph 2a:1
We achieved 100% compliance at year end which was a great accomplishment delivered through excellent joint working between departments.
3
Tenancy and Money Matters
3a.
Allocations and Voids
KPI No.
Key Performance Indicator (KPI)
Average days to re-let H18 General Needs properties Average number of days Affordable Rent H19 minor voids are vacant (based on CoRe
Radian Qtr 1 Qtr 2 Qtr 3 Qtr 4 Target 2014/15 2014/15 2014/15 2014/15 2014/15
HouseMark Upper Quartile 2013/14
24.5 days
25.0 days
22.8 days
21.7 days
22.8 days
22.4 days
19 days
14.7 days
12.5 days
14.4 days
14.0 days
---
definitions)
Quarter 2014/15– Outcomes Quarter 4 3 Report DecemberReport 2013
Page 9 of 16
KPI No.
H20
Key Performance Indicator (KPI)
Radian Qtr 1 Qtr 2 Qtr 3 Qtr 4 Target 2014/15 2014/15 2014/15 2014/15 2014/15
Combined void turnaround time (General Needs, HfOP & Supported combined and Affordable Rents)
General Needs & Housing for Older H21 People % Rent loss due to properties being empty
HouseMark Upper Quartile 2013/14
31.4 days
33.7 days
29.2 days
28.3 days
28.6 days
30.3 days
0.7%
0.7%
0.6%
0.6%
0.6%
0.7%
Graph 3a:1
Quarter 2014/15– Outcomes Quarter 4 3 Report DecemberReport 2013
Page 10 of 16
Graph 3a:2
Graph 3a:3
Void performance continues its strong performance with the majority of areas exceeding targets.
Quarter 2014/15– Outcomes Quarter 4 3 Report DecemberReport 2013
Page 11 of 16
Graph 3a:4
Void loss targets are exceeded and performance remains strong despite the challenging external environment.
3b.
KPI No.
Income Management
Key Performance Indicator (KPI)
Radian Qtr 1 Qtr 2 Qtr 3 Qtr 4 Target 2014/15 2014/15 2014/15 2014/15 2014/15
HouseMark Upper Quartile 2013/14
All net current tenant arrears (as % of annualised debt) H22
[Includes: sheltered, supported, general needs, market rent, intermediate rent, shared ownership and leasehold debt and other charges (such as sewerage and mobile home pitch fees)]
Social & Affordable tenancies only net H23 current arrears (as % of annualised debt)
Quarter 2014/15– Outcomes Quarter 4 3 Report DecemberReport 2013
3.0%
1.9%
1.9%
2.1%
1.8%
---
3.0%
1.8%
1.8%
2.0%
1.8%
2.3%
Page 12 of 16
Graph 3b:1
The above graph shows the total amount of debt outstanding in relation to the total monies due to Radian. The target of 3.0% was achieved as in previous years but gets harder to attain as the effects of the welfare reforms continue to challenge. Support from teams within Radian ensure that tenants are helped to downsize where possible, claim any benefits they are entitled to and are supported in to work and training where possible to maximise their income.
Graph 3b:2
The above graph shows the percentage of rent outstanding against the debit at the end of the financial year for those tenants who hold a social rent (lower rent) or an affordable rent (80% of the market value). Excellent rent collection performance has been achieved by ensuring resources have been made available to ensure our tenants receive any help and support that they need. Quarter 2014/15– Outcomes Quarter 4 3 Report DecemberReport 2013
Page 13 of 16
Going forward resources have been allocated to ensure that any tenants who need to claim Universal Credit are supported through the process.
4
Neighbourhood
KPI No.
Key Performance Indicator (KPI)
H29 Tenant satisfaction with neighbourhood as a place to live
HouseMark Qtr 2 Qtr 3 Qtr 4 Radian Qtr 1 Upper 2014/15 2014/15 2014/15 Target 2014/15 Quartile (rolling (rolling (rolling 2014/15 year) year) year) 2013/14 85.0%
85.2%
84.5%
84.3%
85.6%
85.8%
(rolling 12 months)
Graph 4.1
The Levels of satisfaction have remained consistently high throughout the year, with a slight increase during the last quarter. Overall, this represents good and improving performance from all neighbourhood teams working in collaboration with colleagues in technical services, residents and local authority partners.
---o0o---
Quarter 2014/15– Outcomes Quarter 4 3 Report DecemberReport 2013
Page 14 of 16
Appendix 1
HASC KPI targets - 2015/16 ON 2014/15 TARGET BELOW TARGET
Reporting Level
KPI No.
Key Performance Indicator
HASC HASC HASC
H1 H2 H3
HASC
H4
HASC HASC
H5 H6
% of calls answered Quality of Radian Direct Service Satisfaction with overall quality of home Tenant satisfaction with repairs and maintenance service Repairs completed Right First Time Respond to a minimum of 80% of initial ASB reports within one working day and draft an action plan. Provide weekly progress updates to ASB complainants in a minimum of 80% of cases (in a format and frequency determined by the customer). Satisfaction with complaint handling Satisfaction with complaint outcome % of homes with gas certification (at month end) Average days to re-let General Needs properties Average number of days Affordable Rent minor voids are vacant (based on CoRe definitions) Combined void turnaround time (General Needs, Housing for Older People & Supported and Affordable Rents) General Needs and HfOP % rent loss due to properties being empty All net current tenant arrears (as % of annualised debt) [Includes: sheltered, supported, general needs, market rent, intermediate rent, shared ownership and leasehold debt and other charges) Social & Affordable tenancies only net current arrears (as % of annualised debt)
HASC
H7
HASC HASC HASC
H8 H9 H10
HASC
H11
HASC
H12
HASC
H13
HASC
H14
HASC
H15
HASC
H16
Radian Radian Radian Top Target Target Q4 Quartile 2015/16 2014/15 2014/15 97.0% 97%* 97.0% 97.0% 92.0% N/A N/A N/A 85.0%
N/A
N/A
83.0%
95.0%
85%**
98.0%
80.5%
94.0%
94.0%
94.0%
92.0%
80.0%
N/A
N/A
N/A
80.0%
N/A
N/A
N/A
73.0% 70.0%
68.5% 68.0%
74.4% 72.9%
68.5% 68.0%
100.0%
100.0%
100.0%
100.0%
22.5 days
24.5 days
22.8 days
22.5 days
19 days
19 days
14.0 days
N/A
29.9 days
31.4 days
28.6 days
29.9 days
0.9%
0.7%
0.6%
0.7%
3.0%
3.0%
1.8%
2.2%
3.0%
3.0%
1.8%
2.1%
Notes: New Indicator for 2015/16. Targets have been set considering Top Quartile data drawn from HouseMark system on 2.2.2015. Quarter 2014/15– Outcomes Quarter 4 3 Report DecemberReport 2013
Page 15 of 16
H2 - quality of service indicator derived from independent research. *Top Quartile from Mpathy service centre benchmarking club of 23 centres in January 15. Our HouseMark peer group: 23 organisations in London, SE, SW with over 7500 homes. 4 indicators not retained from 2014/15 but still monitored by DHCS: % calls resolved first time, Willingness to report ASB in future, ASB case handling & % tenant satisfaction with neighbourhood. **H4 & H5 - surveys completed by Technical Services in-house research resource.
Quarter 2014/15– Outcomes Quarter 4 3 Report DecemberReport 2013
Page 16 of 16
Quarter 4 2014/15 Outcomes Report
Contents Chapters
Sections
Page
Introduction
3
1a
Radian Direct
4
1b
Satisfaction with Repairs
5
1c
Satisfaction with ASB Services
6
1d
Complaints
7
2. Gas Servicing
2a
Gas Servicing Compliance
9
3. Tenancy and Money Matters
3a
Allocations and Voids
9
3b
Income Management
12
1. Contact with our Customers
4. Neighbourhood
14
Introduction Welcome to our performance report for the final quarter of the 2014/15 financial year. We have a very positive story to tell with our arrears performance achieving 1.8% and our compliance with gas certification achieving 100%. Other highlights of the year are: The Digital team was set up. As first point of contact for digital enquiries this new team resolved 75% more digital contact compared with 2013/14. Only 25% had to be passed to other teams. Mobile site, Webchat and automated payment line were introduced. Training company-wide on Dynamics (our new Customer Relationship System) and the implementation in January of the first phase. Our excellent void loss performance continued through this year.
Highlights for Quarter 4 are: Complaints satisfaction exceeded targets. Upper quartile repair satisfaction results. Consistently good performance on re-let times. Excellent void loss performance. Continued excellent arrears management. However, we have some challenges including: Continued below target results for average time to complete responsive repairs. Satisfaction with ASB services below target.
KPI targets are scrutinised by the Radian Residents’ Council and HASC (Housing Assets & Customer Services Committee) and performance is compared through the HouseMark benchmarking club. This report includes validated 2013/14 HouseMark Upper Quartile information drawn from the HouseMark system on 12.11.2014; however, current targets were based on 2012/13 HouseMark information as shown in the Q1 report. We have benchmarked our performance against 22 other registered housing providers with more than 7,500 homes in South East England, South West England and London. New targets for 2015/16 have been agreed and are included as an appendix to this report (Appendix 1). Delivering services that are as good as the top 25% (Upper Quartile) of our peers will continue to be our aim and we will be designing performance indicators and targets that drive continuous improvement. If you have any questions about this report, or any suggestions for improvements, please contact us using the information below. Our contact details are: Radian Direct: Email: Text:
0300 123 1 567 [email protected] 07764 309 062
Quarter 2014/15– Outcomes Quarter 4 3 Report DecemberReport 2013
Page 3 of 16
1
Contact with our Customers
1a.
Radian Direct
KPI No.
Key Performance Indicator (KPI)
H1
H3
% of calls answered % contacts resolved within Radian Direct
Radian Target 2014/15
Qtr 1 Qtr 2 Qtr 3 Qtr 4 2014/15 2014/15 2014/15 2014/15
HouseMark Upper Quartile 2013/14
97.0%
96.9%
97.1%
97.4%
97.0%
---
82.0%
81.3%
82.5%
83.1%
82.5%
---
Graph 1a:1
Quarter 4 was a challenging quarter with the introduction of Dynamics (our new CRM system) and the annual rent increase. The rent increase at the end of February caused an increase in contact across all channels which led to longer wait times. Dynamics generated increased contact handling times due to advisors learning the new system. Time is spent capturing more information about our residents, as the system is more thorough, which will assist in providing an even better service for our residents. In Quarter 4 resolution remained high at 81%. Quarter 4 saw a 13% increase from Q3 digital contact resolved within Radian Direct. There were an additional 793 signups to My Radian in Quarter 4 compared with 383 extra in Quarter 4 2013/14. Quarter 2014/15– Outcomes Quarter 4 3 Report DecemberReport 2013
Page 4 of 16
1b.
KPI No. H4 H5
Satisfaction with Repairs
Key Performance Indicator (KPI) Satisfaction with repairs (rolling 12 months) Repairs completed Right First Time (rolling
HouseMark Qtr 2 Qtr 3 Qtr 4 Radian Qtr 1 Upper 2014/15 2014/15 2014/15 Target 2014/15 Quartile (rolling (rolling (rolling 2014/15 year) year) year) 2013/14 85.0%
84.4%
84.2%
84.1%
98.0%
80.5%
94.0%
78.2%
77.3%
76.7%
94.0%
---
12 months)
Graph 1b:1
Graph 1b:2
Quarter 2014/15– Outcomes Quarter 4 3 Report DecemberReport 2013
Page 5 of 16
From January 2015, repairs satisfaction data has been derived from in-house surveys conducted by the Customer Services Team. The surveys are conducted on the day the repair is completed. This allows data to be captured ‘real time.’ Radian Technical Services have worked extremely hard to achieve the set targets continuously promoting excellent customer service and whenever possible attempting to complete repairs right first time.
1c.
KPI No.
Satisfaction with ASB Services
Key Performance Indicator (KPI)
Overall Customer Satisfaction with H6a Radian's ASB services (rolling 12
Qtr 2 Qtr 3 Radian Qtr 1 2014/15 2014/15 Target 2014/15 (rolling (rolling 2014/15 year) year)
Qtr 4 2014/15 (rolling year)
HouseMark Upper Quartile 2013/14
75%
69.9%
68.4%
65.8%
69.3%
---
80%
75.2%
73.2%
72.0%
72.1%
---
months)
Willingness to report H7a ASB to Radian in the future (rolling 12 months)
Graph 1c:1
Quarter 2014/15– Outcomes Quarter 4 3 Report DecemberReport 2013
Page 6 of 16
Graph 1c:2
Satisfaction has remained level over the year. We have recently carried out a Lean review process on the ASB service which involved staff and residents. From this review we have produced a more victim centred procedure which we hope will bring improved satisfaction.
1d.
KPI No.
H8
Complaints
Key Performance Indicator (KPI) Satisfaction with Complaint Handling
HouseMark Qtr 2 Qtr 3 Qtr 4 Radian Qtr 1 Upper 2014/15 2014/15 2014/15 Target 2014/15 Quartile (rolling (rolling (rolling 2014/15 year) year) year) 2013/14 68.5%
81.4%
75.7%
73.5%
74.4%
65.5%
68%
76.8%
72.9%
71.3%
72.9%
64.5%
(rolling 12 months)
H9
Satisfaction with Complaint Outcome (rolling 12 months)
Quarter 2014/15– Outcomes Quarter 4 3 Report DecemberReport 2013
Page 7 of 16
Graph 1d:1
Graph 1d:2
172 surveys were completed in the year 2014/15 representing approximately 37% of closed complaints. Our complaints targets were reviewed and revised during the year to match upper quartile performance. Year end outturns exceeded targets by 5.9% (handling) & 4.9% (outcome). The Quality Assurance team is having more personal contact with complainants where we feel this will improve the handling process. Stage one resolution exceeded target at 97.6% showing the effectiveness of this process. In 2014/15 we received 670 compliments and 456 complaints.
Quarter 2014/15– Outcomes Quarter 4 3 Report DecemberReport 2013
Page 8 of 16
2
Gas Servicing Compliance
2a.
Gas Servicing Compliance
KPI No.
Key Performance Indicator (KPI)
Radian Qtr 1 Qtr 2 Qtr 3 Qtr 4 Target 2014/15 2014/15 2014/15 2014/15 2014/15
Gas Safety - % of homes with gas H13 certification at month end
100%
99.8%
99.9%
99.9%
100%
HouseMark Upper Quartile 2013/14 100%
Graph 2a:1
We achieved 100% compliance at year end which was a great accomplishment delivered through excellent joint working between departments.
3
Tenancy and Money Matters
3a.
Allocations and Voids
KPI No.
Key Performance Indicator (KPI)
Average days to re-let H18 General Needs properties Average number of days Affordable Rent H19 minor voids are vacant (based on CoRe
Radian Qtr 1 Qtr 2 Qtr 3 Qtr 4 Target 2014/15 2014/15 2014/15 2014/15 2014/15
HouseMark Upper Quartile 2013/14
24.5 days
25.0 days
22.8 days
21.7 days
22.8 days
22.4 days
19 days
14.7 days
12.5 days
14.4 days
14.0 days
---
definitions)
Quarter 2014/15– Outcomes Quarter 4 3 Report DecemberReport 2013
Page 9 of 16
KPI No.
H20
Key Performance Indicator (KPI)
Radian Qtr 1 Qtr 2 Qtr 3 Qtr 4 Target 2014/15 2014/15 2014/15 2014/15 2014/15
Combined void turnaround time (General Needs, HfOP & Supported combined and Affordable Rents)
General Needs & Housing for Older H21 People % Rent loss due to properties being empty
HouseMark Upper Quartile 2013/14
31.4 days
33.7 days
29.2 days
28.3 days
28.6 days
30.3 days
0.7%
0.7%
0.6%
0.6%
0.6%
0.7%
Graph 3a:1
Quarter 2014/15– Outcomes Quarter 4 3 Report DecemberReport 2013
Page 10 of 16
Graph 3a:2
Graph 3a:3
Void performance continues its strong performance with the majority of areas exceeding targets.
Quarter 2014/15– Outcomes Quarter 4 3 Report DecemberReport 2013
Page 11 of 16
Graph 3a:4
Void loss targets are exceeded and performance remains strong despite the challenging external environment.
3b.
KPI No.
Income Management
Key Performance Indicator (KPI)
Radian Qtr 1 Qtr 2 Qtr 3 Qtr 4 Target 2014/15 2014/15 2014/15 2014/15 2014/15
HouseMark Upper Quartile 2013/14
All net current tenant arrears (as % of annualised debt) H22
[Includes: sheltered, supported, general needs, market rent, intermediate rent, shared ownership and leasehold debt and other charges (such as sewerage and mobile home pitch fees)]
Social & Affordable tenancies only net H23 current arrears (as % of annualised debt)
Quarter 2014/15– Outcomes Quarter 4 3 Report DecemberReport 2013
3.0%
1.9%
1.9%
2.1%
1.8%
---
3.0%
1.8%
1.8%
2.0%
1.8%
2.3%
Page 12 of 16
Graph 3b:1
The above graph shows the total amount of debt outstanding in relation to the total monies due to Radian. The target of 3.0% was achieved as in previous years but gets harder to attain as the effects of the welfare reforms continue to challenge. Support from teams within Radian ensure that tenants are helped to downsize where possible, claim any benefits they are entitled to and are supported in to work and training where possible to maximise their income.
Graph 3b:2
The above graph shows the percentage of rent outstanding against the debit at the end of the financial year for those tenants who hold a social rent (lower rent) or an affordable rent (80% of the market value). Excellent rent collection performance has been achieved by ensuring resources have been made available to ensure our tenants receive any help and support that they need. Quarter 2014/15– Outcomes Quarter 4 3 Report DecemberReport 2013
Page 13 of 16
Going forward resources have been allocated to ensure that any tenants who need to claim Universal Credit are supported through the process.
4
Neighbourhood
KPI No.
Key Performance Indicator (KPI)
H29 Tenant satisfaction with neighbourhood as a place to live
HouseMark Qtr 2 Qtr 3 Qtr 4 Radian Qtr 1 Upper 2014/15 2014/15 2014/15 Target 2014/15 Quartile (rolling (rolling (rolling 2014/15 year) year) year) 2013/14 85.0%
85.2%
84.5%
84.3%
85.6%
85.8%
(rolling 12 months)
Graph 4.1
The Levels of satisfaction have remained consistently high throughout the year, with a slight increase during the last quarter. Overall, this represents good and improving performance from all neighbourhood teams working in collaboration with colleagues in technical services, residents and local authority partners.
---o0o---
Quarter 2014/15– Outcomes Quarter 4 3 Report DecemberReport 2013
Page 14 of 16
Appendix 1
HASC KPI targets - 2015/16 ON 2014/15 TARGET BELOW TARGET
Reporting Level
KPI No.
Key Performance Indicator
HASC HASC HASC
H1 H2 H3
HASC
H4
HASC HASC
H5 H6
% of calls answered Quality of Radian Direct Service Satisfaction with overall quality of home Tenant satisfaction with repairs and maintenance service Repairs completed Right First Time Respond to a minimum of 80% of initial ASB reports within one working day and draft an action plan. Provide weekly progress updates to ASB complainants in a minimum of 80% of cases (in a format and frequency determined by the customer). Satisfaction with complaint handling Satisfaction with complaint outcome % of homes with gas certification (at month end) Average days to re-let General Needs properties Average number of days Affordable Rent minor voids are vacant (based on CoRe definitions) Combined void turnaround time (General Needs, Housing for Older People & Supported and Affordable Rents) General Needs and HfOP % rent loss due to properties being empty All net current tenant arrears (as % of annualised debt) [Includes: sheltered, supported, general needs, market rent, intermediate rent, shared ownership and leasehold debt and other charges) Social & Affordable tenancies only net current arrears (as % of annualised debt)
HASC
H7
HASC HASC HASC
H8 H9 H10
HASC
H11
HASC
H12
HASC
H13
HASC
H14
HASC
H15
HASC
H16
Radian Radian Radian Top Target Target Q4 Quartile 2015/16 2014/15 2014/15 97.0% 97%* 97.0% 97.0% 92.0% N/A N/A N/A 85.0%
N/A
N/A
83.0%
95.0%
85%**
98.0%
80.5%
94.0%
94.0%
94.0%
92.0%
80.0%
N/A
N/A
N/A
80.0%
N/A
N/A
N/A
73.0% 70.0%
68.5% 68.0%
74.4% 72.9%
68.5% 68.0%
100.0%
100.0%
100.0%
100.0%
22.5 days
24.5 days
22.8 days
22.5 days
19 days
19 days
14.0 days
N/A
29.9 days
31.4 days
28.6 days
29.9 days
0.9%
0.7%
0.6%
0.7%
3.0%
3.0%
1.8%
2.2%
3.0%
3.0%
1.8%
2.1%
Notes: New Indicator for 2015/16. Targets have been set considering Top Quartile data drawn from HouseMark system on 2.2.2015. Quarter 2014/15– Outcomes Quarter 4 3 Report DecemberReport 2013
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H2 - quality of service indicator derived from independent research. *Top Quartile from Mpathy service centre benchmarking club of 23 centres in January 15. Our HouseMark peer group: 23 organisations in London, SE, SW with over 7500 homes. 4 indicators not retained from 2014/15 but still monitored by DHCS: % calls resolved first time, Willingness to report ASB in future, ASB case handling & % tenant satisfaction with neighbourhood. **H4 & H5 - surveys completed by Technical Services in-house research resource.
Quarter 2014/15– Outcomes Quarter 4 3 Report DecemberReport 2013
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